Customer Service Strategy

The Strategy

This strategy outlines how the City of Brantford will put internal and external customers at the centre of service delivery to ensure an enhanced service experience, and increase the choices of customers as to where they access services, when they access services and how they access services. It is further designed to ensure that the City continues to provide services that are consistent, professional and coordinated to ensure customers are satisfied, where possible, at the first point of contact.

This strategy describes the long-term vision of the City of Brantford in its continuous efforts to meet the needs of our customers and stakeholders in Brantford.

To improve customer accessibility to City services and meet customer expectations, all departments must come together to harness collective knowledge, creativity and initiative to provide outstanding service. Customer service excellence is no longer just the responsibility of the front-line staff, and must receive commitment at all levels within the City of Brantford as Customer One becomes the new standard.

What Will We Do?

The City will focus on the following four areas to ensure Customer Service Excellence:

Creating a Customer Centred Culture

Establishing Corporate Customer Service Guidelines and Policies

Streamlining Processes and Practices

Responding to the Needs of Our Customers

How Will We Do It?

In order to deliver the Customer Service Strategy, the City needs the infrastructure in place along with skilled and trained staff. Excellent customer service can only be delivered by providing staff with current, easy to access, relevant data and information. This, in turn, is achieved through the use of enabling technologies and supporting efficient and effective business processes.